Originally Posted by
emma dog
Based on what's described, this actually sounds good for when things go real bad. Would you rather stand in line for hours or take a QR code and go hang out somewhere?
Also, I think we're seeing a desire to centralize customer service... which also makes sense when you're trying to standardize the experience. Say what you want about the experience that is had... I'm sure we can all dig "horror stories" out of our back pockets.
Now, what the OP describes doesn't sound awesome and seems to defy common sense. Makes me wonder about the user experience. For example, was there a sign that said you needed to scan in and you just decided to go to the line?
I thought I took a picture of the sign but I guess I did not. It's a pillar sign with a QR code on it and verbiage along the lines of "Need Help?" There's been signs like that for years. I'm sure this said something slightly different. I'll admit - I flew over 300 segments last year on all airlines though not many on DL - there was a sign where there always is one that looked familiar at first glance, I did not read it in detail. I doubt many of us could honestly say we inspect every sign when we fly to see if something changed. It was not different enough to make me think "I need to read further"
I would also suggest that whatever one is typing into the web form somehow is available to the agent because I still had to rehash everything including stated purpose. I can see where that would be a turn off even for something more complicated - have to write all this out to get in line (with presumably a crowd of other people all doing the same) when it doesn't really do anything.